Job Description

The Role

• A Processor’s primary role is servicing certificate and Auto ID issuance needs of clients and their accounts. They are responsible for accepting in-bound certificate issuance requests via use of automated technology queues, or, escalations or rush requests from other internal clients or Global Certificate Center (GCC) peers, and then delivering the needed documents within set delivery performance parameters. A Processor reports to the Team Manager in Manila, or Regional Service Manager in Nashville.
• Must be proficient in the following activities and effectively and accurately undertake this work as requested by the Team Manager, Market Lead or MSM:
  • Auto ID issuance
  • Midterms
  • Cert Holder Clean-Up
  • Certificate renewal
  • AID Renewal
  • New account/client set up
  • Research Issues, handle escalations and resolve basic to complex account inquires
  • Provide support to answer questions and transfer knowledge to less experienced processors
• Work Experience: 1-5 years (Experience in Insurance Industry preferable)
• Educational Qualification: Graduates & Post Graduates. (Preferred with specialized courses in Insurance Industry

• Smooth communication flow between the office and Manila team. Regular contact with Client Service Managers via chat/email to ensure the activities are duly actioned within the renewal dates.

• To ensure proactive management of queries and steps taken to manage/follow up and conclude them.

• Managing personal work quality & delivery to meet or exceed the assigned targets for performance within their Skill Group, including

• Quality

• Productivity

• Turn Around Time

• Other Client Metrics

• Insurance Background & knowledge on Insurance related products
• Prior experience in data interpretation, analytical or complex processes (e.g. decision making to be done, work with highly variable work inputs etc.)
• Good working knowledge of Microsoft office is essential, particularly Word & Excel
• Possesses a keen eye for detail
• Excellent written and verbal communication skill
• Strong interpersonal & team collaboration skills
• Passionate about quality
• Ability to work under pressure
• Willing to work in Night Shifts as per North America hours